Automotive Marketing Discussion Forum

Comment Wall

Comment

Oops... You need to stop "Lurking" on ADM and become a more genuine Automotive Professional by completing your membership registration. As a registered ADM Member, you can post comments, publish your own articles (be a star!) and start Forum discussions. Stop being an online "Peeping Tom" and JOIN ADM RIGHT NOW!

This is exactly the reason Brian has put some serious focus into reputation management and implemented Business Rater 5 weeks ago. This is a major concern and he's addressing it this very moment.

These negative reviews are a bi-product of emotional our upset customers that leave your dealership and write negative Google Review (1-Star) that can quickly destroy a reputation that's taken a lifetime to build.

"I'm preaching to the quire I'm sure."

Best Solutions:--> Create a (5-Star Culture) to UPLIFT morale in staff that will quickly influence customer's reviews when asked to review their experience "ON LOCATION" before leaving the dealer.

Criss, I too read and re read my review responses...opps I mean my owner does...since he signs them all???...we are using Dominions Prime product so we get alerts whenever and where ever we get a review. It's just easier on me then Google alerts.

Manny, I agree you need to agregate your reviews across multiple sites. We have a page on our website plus a website that sends people to multiple sites depending on what "weight" I place on them. We give the people the option of Google, yelp, Yahoo, Dealer-rater, and Super Pages or "let Us Pick"m which is our distribution page. Just one little piece of advice here; when sending people to Google use the mobile URL; they don't have to sign in with a Google account.

Anybody putting all their reputation eggs in one basket is just doing it wrong. As far as reputation goes. Texas Direct Auto, for example, cares about their eBay reputation (it makes them about $500million a year) and not much about else. Success sometimes breeds inattention to the essentials...

Criss, I love the term "Webutation manager". Now I have a name for another of my 100 jobs!!!! What you are saying rings so very true. I used to just "set it and forget it" when it came to reviews. Hence didn't have many. Half of what we had were not very good and worse they went unanswered, making us look like we didn't care (we do). In the last 4 months since I have been proactive with a hands on approach by myself and another manager we have gone from about 20 reviews to over 160 and ratings of 4+ stars. As it says on the Home page of our website..."Not Perfect, But better then the other guys."

The customer-facing reviews on Google are 2.5 stars, on Yelp 2 stars, on Insider Pages 3 stars, and on Citysearch 3.5. In other words, Paragon of Queens' online reputation, by nearly everyone who posts here and elsewhere, is in need of attention to more of the positive experiences they surely render.

Their Business Rater site did not appear in a search of "Queens", but it did come up in Page 1 SERP (though below the fold) using their actual town "Woodside". I was confused that "stars" were showing on SERP page list from Yelp, Citysearch, etc. but not BusinessRater? Clicking on the BR link took me to a page with 199 reviews at 5 stars.

Anyway, my point would not be that the dealership is awful by any stretch. I'd just say that some stronger efforts need to be made for the other rating sites (especially Google) that populate the SERP1 "paragon honda woodside" and likely "paragon honda queens".

Manny, in the defense of Brian Benstock and in all reality when your Honda store pushes out 700 units per month new and used you will have some angry customers. Look I know people that bought cars and had amazing experiences and I know people that did not have an amazing experience at all. One thing for sure is that they are a well oiled machine. You need to see this operation for yourself. They are as sharp as can be. Understand we are in the car business and we have all been plagued by a bad review here and there. You are looking at 2 reviews out of the hundreds or maybe thousands that they have.

"Since the beginning of time word of mouth has been the best form of advertising and that's why we never, ever miss an opportunity to capture a 5-star review from our customers!" - Doug Davis GM/VP - KPF / KPK

Kearny Pearson Ford KIA have captured over 2000 positive reviews, over 2000 consumer surveys and over 2000 customer emails using Business Rater in 2011 alone!

http://BusinessRater.com is not just a review system! consumer surveys and questionnaires are integrated into Business Rater's system to capture both reviews & invaluable consumer data simultaneously data on-location, Online.

Quickly identify "HOW" they found you and "WHY" they are purchasing from you with real time analytic delivered via email every day or week!

Members (111)

Welcome toAutomotive Digital Marketing ProCom
Please use the "Sign Up" link above to complete your registration form and become a member of the industry's leading Automotive Marketing and Internet Sales Professional Community. ADM members have access to resources, connections and private events that provide them with a competitive advantage.